What is it about a company that the larger they get the worse their technical support is?

A large internet service provider here that I won’t mention (begins with ‘T‘, sounds italian) has been messing a client of mine around for three weeks now. They have a telephone line, got a combined telephone/broadband package ordered with them. They got the modem in the post, we hooked the line up to the filter, plugged the telephone and the modem in, and nothing.

When I say ‘nothing’ here, I mean, the telephone didn’t even work. Take the filter out, plug the telephone line back in, and it works fine. We call them up, several times, and get the usual bullshit answers, ‘have you installed the software’, ‘is the modem hooked up’, ‘is the modem on’ blah blah. Finally I get a bit tired of this, ask for a supervisor.

I wait around for 30 minutes for this supervisor to call, no-one calls. We have to now wait for new filters to arrive to “fix” the problem. It won’t, I know it. It’s a line provisioning issue, as it was with my neighbour who had the same problem.

The problem is, that this phone company, beginning with T, won’t listen and insists we install the new filters first before helping us (my client) any further. How stupid is that? So when we get the filters, install them, and they don’t work, then they’ll be forced to actually do some real work on the line, look a bit deeper on the account and figure out that ahhhh, yes there’s something wrong with the line provisioning.

I can’t wait to say, ‘I told you so’. It’s cases like this that I live for that.

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